NB25-04: Assessing Underserved Communities Beneficiaries Communication Needs and Its Influence on Customer Experience and Satisfaction

This project builds upon ongoing RDRC-funded work on understanding the communication needs, experiences, and preferences of SSA beneficiaries in underserved communities. Based on the finding that these communities generally prefer simpler, plain language communications, the proposed new project delves into the specific approaches that would better satisfy this preference in online formats. The project will engage underserved and Black communities through established partnerships with public and private senior / adult centers as well as churches. The methods include both focus groups and surveys.